PLEASE HELP! Trying to help my grandmother get back into her Outlook account

Question

Hey so I've been trying to help my grandmother get back into her Outlook account after she was locked out. She forgot her password and the recovery email is linked to her late husband. :( I tried calling support but of course it's impossible to get an actual person on the line. If anybody could help in some way you'd be an absolute life saver.

Answer 1

Hey there! Nice to meet you!

Since your grandma does not have access to the verification method linked to her account, I'm afraid the only way to recover/unblock the account is through the account recovery web form: https://account.live.com/acsr

Important: If your grandma has an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

If the Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please be advised that Microsoft Support will not be able to assist as stated in this article, that they are not permitted to send password resets, access, or even change any details on the account:

https://support.microsoft.com/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

To help your grandmother regain access to her Outlook account, you can follow these steps:

1. Use the Account Recovery Form: Since she forgot her password and the recovery email is linked to her late husband, you can try using the official recovery form at https://account.live.com/acsr. This form allows you to enter her email address and follow the prompts to recover the account.
2. Provide Accurate Information: When filling out the recovery form, make sure to provide as much accurate information as possible, such as recent email subjects, folder names, and contacts she has emailed. This will help Microsoft verify her identity.
3. Wait for the Lockout Period: If the account is temporarily locked due to too many failed attempts, it may be necessary to wait for about 24 hours before trying again. Avoid further attempts during this time as they can restart the cooldown.
4. Contact Microsoft Support: If the recovery options do not work, you can try to contact Microsoft Support through their support page. You can sign in with any Microsoft account to reach out to support for assistance.
5. Use a Familiar Device: When attempting the recovery, it's best to use a familiar device and location to increase the chances of success.

Unfortunately, direct support from moderators or agents is not available through public forums, so following these steps is your best option for recovery.

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References:

• Can't sign in to my email - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A